Patient Service Representative II - Atrius Health

UnitedHealth Group • Norwood, MA

7h • $18 - $32 • Remote

About The Position

Explore opportunities at Atrius Health, part of the Optum family of businesses. We’re an innovative health care leader and multi-specialty group practice, delivering an effective, connected system of care for adult and pediatric patients at 28 practice locations in eastern Massachusetts. Our entire team of providers (physicians, AP/NPs and ancillary clinicians) works collaboratively with a value-based philosophy within our group practice as well as with hospitals, rehab and nursing facilities. Be part of our vision to transform care and improve lives by building trust, understanding and shared decision-making with every patient. Join us and discover the meaning behind Caring. Connecting. Growing together.

Under direct supervision, assists patients through management of incoming calls related to various appointment and medical care needs. The Patient Service Representative II plays an integral role as a member of the patients care team by screening all incoming calls and/or myhealth messages and helping complete the request with first call resolution or directing to another member of the interdisciplinary care team. Provides extraordinary customer service and strong problem solving skills to strengthen the patient/ care team relationship. Manges a high volume of calls most often from a remote setting for a defined service line and is responsible to organize and prioritizes action items following standard work, including allocating tasks to the appropriate member of the care team, and ensuring efforts are coordinated and avoid duplication. As a level II representative, utilizes advanced skill set to perform all duties of the Patient Service Representative I, consistently meets all performance expectations set forth by the service line and serves as resource and mentor for other Patient Service Representatives. Manages more complex work including support to multiple regions, specialties and/or service lines Must have clear verbal and written communication skills to ensure the patient and team members understand next steps.
If you are located in Norwood, MA, you will have the flexibility to work remotely as you take on some tough challenges.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Requirements

• High School diploma or equivalency certificate (e.g. GED, HiSET, TASC Test) from an accredited institution or governmental unit
• Solid technical proficiency in Microsoft, scheduling software and electronic medical records systems (Epic or equivalent)
• Ability to communicate in a professional and appropriate manner
• Solid interpersonal, customer service, time management, and organizational skills
• When functioning in a remote setting must have a designated work area free from distractions and background noise. Must have a minimum of 10 megabit per second for internet to support VPN phones and utilize company issued computer
• Ability to use all electronic tools and applications relevant to the performance of the duties of the position, including but not limited to phone, keyboard, computer, and computer applications
• Performs all job functions in compliance with applicable federal, state, local and company policies and procedures
• Accesses only the minimum necessary protected health information (PHI) for the performance of job duties. Actively protects the confidentiality and privacy of all protected health information they access in all its forms (written, verbal, and electronic, etc.) taking reasonable precautions to prohibit unauthorized access. Complies with all Atrius Health and departmental privacy policies, procedures, and protocols. Follows HIPAA privacy guidelines without deviation when handling protected health information
• All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Nice To Haves

• 3+ years of experience in a clinical or customer service setting
• Solid problem solving and complex patient management skills
• Working knowledge of patient related documents

Responsibilities

• Supports a high volume of calls typically for multiple regions, departments and/or service lines adhering to department productivity standards set forth by service line(s)
• May support additional patient inquiries such as myhealth Medical Advice messages requiring a higher level of critical thinking and evaluation to determine next steps in accordance with service line (s) standard work
• Maintains a higher degree of technical expertise than Patient Services Representative I and serves as role model to Patient Services Representative I’s. Able to problem-solve and serve as a resource to other Patient Services Representatives
• Supports, mentors and trains Patient Service Level I staff
• Participates in problem solving activities, focusing on productivity and quality. Works with supervisors to ensure continuous improvement of the department
• Participates in special projects and ongoing programs unique to the department
• May represent department on groups and teams related to process improvement opportunities
• Assists with data collection activities and provide appropriate follow up for statistical reports or required studies, ensuring data is properly collected and accurate (e.g. service observations, telephone statistics)
• Screens all incoming patient inquires (through phone, or myhealth) to determine whether those inquiries can be appropriately handled by the Patient Service Representative or if they need to be directed to other team members. This includes chart review to identify previous activity that may have occurred related to the call
• Adheres to service line booking guidelines to ensure that clinic utilization is optimized safely and effectively as well as supports the needs of our patients
• Initiates request for forms, letters, medication renewals, referrals, prior authorizations, and any other administrative needs submitted by patients following standard work determined by service line and answers any corresponding questions. Understands all documents and processes
• Documents details of each call in the patients’ electronic medical record using both service line documentation tools as well in addition to free text when appropriate to ensure coordination of care
• Reviews and facilitates the updating of missing /outdated information in the patient record with each call including demographics, primary care physician selection, and insurance
• Effectively deescalates issues with upset patients and practices. Uses advanced listening techniques to understand the issue and give patients options as they are available to help resolve and ensure satisfaction. May refer difficult or highly complex phone calls and issues to a supervisor
• Participates in resolving operational difficulties and communicates with supervisor regarding department issues/ problems and opportunities for improvement
• Develops and maintains effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agencies
• Participates in problem solving activities, focusing on productivity and quality. Works with supervisors to ensure continuous improvement of the department
• Attends required team and/or regional meetings to learn new workflows and stay connected with teams working in a remote environment
• Performs other duties as assigned

Benefits

• In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).
• No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED